Directions: After reading it you are required to complete the answers that follow the questions. You should write your answers briefly ( in no more than 4 words ) on the Answer Sheet correspondingly. Complaining about faulty goods or bad service is never easy. First of all, complaints must be made to a responsible person. Go back to the shop where you bought the goods, taking with you any receipt you may have and ask to see the owner. If you don't want to do it in person, write a letter. Stick to the facts and keep a copy of what you write. At this stage you should give any receipt numbers, but need not give receipts or other documents to prove you bought the article. If you are dissatisfied with the answer you get, write to the managing director of the firm or shop. Be sure to keep copies of your own letters and any answers you receive. If your complaint is a just one, the shopkeeper may offer to replace the faulty article. You may have the right to refuse the goods and ask for a refund, but this is only where you have hardly used the goods and have acted at once. And if you have suffered some special loss, for example, a new washer tears your clothes, you might claim money to replace them. If the shopkeeper offers you a credit note to buy goods in the same shop but you would rather have money back, say so. K you accept a credit note, remember that later you won't be able to get refunded. In ease the shop owner refuses to refund, approach your Citizens' Advice Bureau before you accept a credit note. 1.What should you take with you when asking to see the shop owner? 2.To whom can you write if you are not satisfied with the answer you get? You can write to ______. 3.What kind of right do you have if the shop owner offers to replace the faulty article? You have the right to ______ and ask for a refund. 4.What can you do if you have suffered some special loss? You can ______ to replace it. 5.To whom can you approach if the shop owner refuses to refund?